Please watch the video, "The Culture of Quality at Arnold Palmer Hospital" (10:18)
Based on the video and martial presented in Chapter 6, what do you think of the $200 service recovery gift program?
How closely should such a program be micro-managed? Is it a good idea to empower all staff members to award the gifts?
Would training be necessary to help employees know what level of gift is appropriate?
Second, why should such a large and high-demand hospital care so much about quality? Is high quality affecting its profit in the short run? In the long run?
What might be some ramifications of focusing more on cost control and less on patient satisfaction?